PRIVACY POLICY
GDPR
We want to be completely open and transparent with how your data is used and give you control over what we do with it. We are compliant with the General Data Protection Regulation (GDPR) which came into effect on 25th May 2018.
Our principles:
- Your information belongs to you, so you have control over it and you should be comfortable with everything that we do with your information
- We will be clear and open with the information we collect, why we collect it, how it is used.
- We will only collect, keep use and share your information for genuine business purposes which you have not objected to and where we are legally require to do so.
- Security of data is highly important to us, we take all appropriate steps to ensure your data is safe with us and regularly review policies and practices.
On the My Account you can check which services you are opted in to and change whenever you like.
How we contact you
You will receive updates on new products and offers from Divine. Mailchimp are our email service provider that processes the sending of our emails. Mailchimp are one of the leading providers used by many businesses in the UK, you can read more about Mailchimp’s security practices here.
We may pass on your email to DPD, Hermes or Royal mail for delivery notification updates. These are service emails necessary for the delivery of your order and will not contain any marketing. These couriers will not pass on your email address to any third parties.
You can opt out of email marketing at any time, by simply clicking on the ‘Unsubscribe’ link which is at the bottom of all of our emails (please note this might take a few days for all our systems to update). If you choose to opt out of marketing emails you will still receive order notification and delivery updates which are necessary for the delivery of your order as well as updates from DPD, Hermes or Royal mail but these emails will not contain any marketing.
What information we store on you
Personal details
We store your personal details such as your name, email, phone number and postal address details. We use your emails for marketing purposes to send you our latest offers if you have opted in to do so. If you choose to opt out we will still hold your details for the purpose of processing your orders.
Order history and communications
We keep a record of all of your previous orders. This data must be held for accounting purposes and also to help with any queries you have on your previous purchases, deliveries etc.
Survey information
We occasionally run customer surveys to get your opinions and find out how we can provide you with a better service and better products. We keep the information collected from here for future reference and analysis. We use SurveyMonkey to conduct our surveys, SurveyMonkey will store the information you enter in the survey so we can access this to evaluate the survey responses. SurveyMonkey will not pass your information on to third parties. SurveyMonkey Privacy Policy.
Competitions
We regularly run competitions, we store details of all entrants for the purpose of administering the competition and notifying winners.
Anonymised data
We record activity on our site so we can provide you with relevant product suggestions. .
IP Address
Your IP address is an identifying number for the device you are using to connect to the internet. We store IP addresses of customers and visitors. We use this information to analyse market trends, gather broad demographic information, and to prevent abuse of our services.
Cookies
Cookies are small pieces of information in the form of text files that are sent to your browser from our web server and are stored on your computer. Cookies are essential to using the Divine website.
There are three different categories these cookies are split into:
Essential to Site function cookies – these cookies allow you to browse the site, search for products and add items to the basket.
Helpful, non intrusive cookies – these help improve your experience on the site, for example by recognising your location therefore displaying appropriate delivery options in a banner, and reminding you of your recently viewed items.
Third Party Cookies – to help us record customer experience and to allow us to test new services, to help us improve the customer journey on the website.
Site Analytics and Tracking
Google Analytics
We analyse the performance of our website and improve customer experience using Google Analytics. No personally identifiable information is used in this. You can read more about Google Analytics their Privacy Policy.
Google Ads
We advertise the products we sell through Google Ads (previously called Google Adwords). Sales through our site are recorded by Google Ads so we can track the performance of our adverts. As part of this we use remarketing to show adverts on 3rd party websites for products we think you will like based on your purchases and the products you have viewed on our site. You can opt out of this by visiting Googe's Ads Settings page.
Bing Ads
We advertise products we sell through Bing Ads. Sales through our site are recorded by Bing Ads so we can track the performance of our adverts. Bing Ads privacy policy.
Who we send data to
Mailchimp are our Email Service Provider, this is the system we use to send our weekly newsletters. For this we must share customer email addresses with Mailchimp to process the emails. Addresses in Mailchimp remain within the Divine account and are not shared with any third parties. Mailchimp are one of the leading providers used by many businesses in the UK, you can read more about Mailchimp’s security practices here.
Delivery and order processing
To process your order we must pass on your details to Huboo who manage our warehouse and ship orders. This will include your name, address, phone number, email and order details, you will only be contacted by Huboo in relation to your order.
We use a number of courier services to get your order safely out to you. In order for this to be done we must supply these couriers with your name, address and telephone number and email address so they can complete the delivery and contact you if there are any problems with the delivery. These courier services do not own this data and so will not use it for any other purpose.
We currently use these courier services:
DPD - Information Security Policy
Hermes - Hermes Privacy Policy
Royal Mail - Royal Mail Privacy Policy
Payment Processing
When we process orders a fraud review is automatically conducted. If you chose to pay by card our payment provider Stripe will process the payment. For the purpose of processing the payment securely your name, address and order details are passed on to Stripe. When ordering with your credit or debit card we do not see or store your full card details, these are processed by Stripe.
If you choose to pay with PayPal we pass your name, address, email address and order details to PayPal. PayPal will confirm with us when the payment is completed through their systems. We do not see or store your bank or card details at any point in this process.
Verified by Visa
Divine is participating in Verified by Visa and MasterCard SecureCode for added online payment security. These services are offered by Visa and MasterCard, in association with the bank that has issued your credit or debit card. It is aimed at protecting your details when shopping online by ensuring your card is not being used by someone else and is becoming a standard across all shopping websites.
If the credit or debit card you're using to pay for your order qualifies for one of these services (not all cards do), you will be taken to a page hosted by your card issuer. This is a completely secure process. The information you provide is completely private, will only be visible to you and your card issuer, and would never be shared with other parties.
If you haven't registered before and your card qualifies, you will need to follow the on-screen instructions to register securely and create a password for your card. This is not the same as the PIN number you use for your regular shopping. It's an online shopping code that you'll be able to use to identify yourself and your card when shopping online on Divine or any other participating websites. It's the online equivalent of chip and pin which is used on the High Street. Once registered, you will be taken back to Divine to confirm your order. If you're unsure about this new service, you may be able to complete your order without registering but we recommend that you contact your card issuer to find out more about the service, as they will eventually require you to register to continue shopping online.
If you have already registered, you will be required to use your password on future online transactions.
If you would like to learn more about these services or have any difficulty with the process, please contact your card issuer who should be able to assist you, as Divine are unfortunately not able to help. Alternatively, you can always place your order by calling our Customer service team.
How long we keep your information for
For the purposes stated above we will keep your information as long as your account is active or as needed to provide our services to you.
If legally required or if it is reasonably necessary to meet regulatory requirements, resolve disputes, prevent fraud and abuse, or enforce our Terms and Conditions, we may also retain some of your information for a limited period of time as required, even after you have closed your account or it is no longer needed to provide the Services to you.
You have the right to see the data we hold about you
You have the right to see what personal data we hold about you. To obtain a copy of the personal information we hold about you please contact us . Data will be supplied to you in csv format.
Your right to be forgotten
You have the right to see what personal data we hold about you.
Should you wish to obtain a copy of the personal information we hold about you, or information on how it is being used, you may do so by submitting a request in one of the following ways:
- Contact our customer services team via email info@divinechocolate.com
We will respond to any request for such information in a prompt manor, without any undue delay and within one month of receipt.
Please be aware that in some circumstances it may be necessary for you to provide us with more information so we can correctly confirm your identity matches that of the subject access request.
There is no fee for submitting a subject access request. However, excessive requests will be subject to a reasonable fee for the administrative costs of complying with the request.
You also have the right to request at any time to have any inaccurate personal information we hold about you rectified.
We will not sell your information
We do not sell data – at no point will sell your personally identifiable information – including your name, address, e-mail address, or credit card information - to any third party.
Security
For orders through the Shop, we work to protect the security of your payment information during transmission by using Secure Sockets Layer (SSL) software, which encrypts information you input.
The Site uses reasonable security methods to protect the personal data (e.g., contact details) that resides on our servers. However, no security system is impenetrable. Divine cannot warrant or guarantee the security of its or its partners' servers, nor can it guarantee that information that Shop Users supply will not be intercepted while being transmitted to Divine or its partners over the Internet.
When you register to purchase products on the Shop, you will be asked provide your email and password. You must keep your passwords confidential and must not disclose it to or share it with anyone. You are responsible for all activities that occur under your login details for the Shop.
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